Under the transcript

• Reference

  Transcription Accuracy and What Degrades It

  Vendor accuracy figures come from clean benchmark audio. Contact centre calls are not that, and the difference is large enough to change what the system can support.

• Analysis

  The Accent and Dialect Accuracy Gap

  Speech recognition performs measurably worse for some speakers, along lines that map onto race and region. That has consequences.

• Procedure

  Categorisation and Topic Detection

  The most useful thing speech analytics does, and the thing most often set up badly. Category definitions are the whole product and they need maintenance.

• Analysis

  Sentiment Analysis: What It Measures

  It classifies language as positive or negative. That is not the same as knowing how the customer felt, and the difference matters.

• Analysis

  Emotion Detection and the Science Problem

  Products claim to infer emotional state from voice. The scientific foundation is contested and regulators have begun restricting it.

• Reference

  Acoustic Measures: Silence, Talk-Over and Pace

  The most reliable outputs in the whole toolkit, because they are measured rather than inferred, and the least discussed.

• Procedure

  Redaction, PCI and Sensitive Data in Recordings

  Recordings capture card numbers, health data and identifiers. Redaction is a control with known failure modes, and so is pause-and-resume.

• Analysis

  Real-Time Analytics and Agent Assist

  Prompting during a live call is a different product with different failure modes. When it helps, when it distracts, and the surveillance question it raises.

• Analysis

  Language Models in Conversation Analysis

  Vendors have replaced rule engines with language models. This genuinely improves some tasks, introduces new failure modes, and makes the system harder to audit.

• Reference

  Keyword Spotting and Full Transcription

  Two architectures with different economics and a decisive practical difference: whether you can ask a new question of last year's calls.

• Reference

  Speaker Separation and Why Stereo Matters

  Knowing who said what is the foundation of every agent-level measure. Mono recording makes it a guess, and a large number of deployments discover this late.

11 notes in this section